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Lesson 5: Patient Experience

Jane University: Practitioner Training

💡Jane Tip: We recommend heading over to Jane’s Demo Clinic to practice as you learn! If you’re a current Jane user, you can find the login information by clicking the Need Help? Button in your account. This password is updated every Monday.

If you haven’t signed up with Jane just yet, you can find the login password by heading to the Jane Community Group on Facebook and clicking the Featured tab. You can also request the password by emailing [email protected].

We always recommend using the demo clinic for testing and practice so that your own account stays nice and tidy. ✨

Lesson 5: Patient Experience

Jane makes it ridiculously simple for patients to book their own appointments online. With a few clicks of their mouse, they can see which time slots are available and add one or more appointments — in real time — to your clinic’s schedule. Patients also have access to a My Account area where they can manage upcoming appointments, complete intake paperwork and view shared documents. In this chapter, we explore the patient experience with Jane.

Booking an Appointment Online for New Patients:

Available on the Practice and Thrive Plans

All new patients can create a new account on your clinic’s online booking site to get started. In the video below, we go over the workflow of creating a new account and booking an appointment as a new patient.

Watch how to create an account and book an appointment online as a patient:

Note: Speed up or slow down the video speed using the ⚙️ button inside the video player!

My Account Portal

Jane gives patients access to a My Account portal area where they can view their upcoming appointments, and cancel or reschedule visits. We learned in the charting lesson that Practitioners can post documents, notes, and chart entries to a patient’s account. This is great for exercise instructions, lab results, and x-rays. This account area can be accessed by signing in from the Jane booking site or after completing the booking process. Learn more about the My Account area here.

If your clinic has integrated with Jane Payments then there are a few additional sections that become available to your patients within their My Account portal. This includes adding a credit card or paying an outstanding balance. You also have the option to include or exclude the ability for a patient to add a related profile to their account and set up permissions. Last but not least, if your clinic sells packages, your clients will also have the option to see how many ‘passes’ are left.

Walk through these updates with me here:

Helping Existing Patients Log In:

In order for your existing patients to start booking appointments with you online and access their “My Account” page, your patients will need to set up a username and password. For patients who are already in your patient list, you can send them a Welcome Email which will give them access to their existing profile by creating a username and password. A patient Welcome Email can be sent from the Patient’s profile, by clicking the “Welcome” button in the menu on the right:

You can also add a note to the email if you like.

They will get an email that looks like this (but branded to your clinic) where they can follow the link to set up their account:

Practice Drill 🏈

Let’s try out sending the Welcome Email to an existing patient. This gives them access to set up a username and password for online booking and access to the client portal area.


  • At the Jane Demo Clinic, head to the Patients tab.
  • Select a patient from the list to hop into their profile.
  • Scroll down to find the Username/Login area on the right.
  • Use the Welcome button to email the Welcome Email.

Touchdown! 📣

Online Intake Forms

Jane allows you to create online intake forms, which can be sent out to first-time patients of particular disciplines or practitioners. Intake forms are sent by email, and can be set to send out automatically or manually from the patient profile.

To explain a little bit more about how Intake Forms work in Jane, when emailing an intake form Jane is emailing a link to the patient portal so that the patient can fill out any assigned intake form(s) securely within their profile. So no matter how many intake forms are assigned to a patient, they will still only have one link in their appointment reminder email.

Here’s an example of the intake form email:

If your patient has booked an appointment, but has not yet completed the relevant intake form, Jane will continue to prompt users to fill out the intake form on all communication sent out before the patient’s initial appointment.

When a patient clicks the “Fill Out Intake Form” link, Jane will open all required intake forms to be completed.

To send out an intake form manually, you can use the “Email Intake Form” button in the Patient’s Profile. You will also be given the option to “Fill Out” the Intake Form in clinic, either by entering their information administratively or by passing a device to the patient. This will load up the intake form and lock the patient out of the rest of Jane. The staff member will have to re-enter their password to access Jane’s administrative side.

If you’d like to learn more about using intake forms, we have this great article that gets down to the nitty-gritty:

Intake Forms for a Multi-Disciplinary Practice

Intake Forms can be set up under an account with Full Access permissions.

Practice Drill 🏈

Let’s practice manually sending an online intake form to a patient.


  • At the Jane Demo Clinic, head to the Patients tab.
  • Hop into the patient profile for Jacob Gill.
  • Scroll down to find the Online Intake Form area on the right.
  • Use the Email button and select a form from the drop down menu. Click to email the intake form to Jacob!

Touchdown! 📣

💡Jane Tip: Appointment reminders are a great way to reduce the number of forgotten or missed appointments at your clinic. You can enable Jane to send out automatic email and text message (SMS) reminders to patients before each appointment – super handy! You can decide and configure whatever options you’d like to offer in the Settings, under Reminders & Notifcations as a Full Access user. Here’s an example:

Printed and Emailed Receipts

Most of us have trouble keeping track of our receipts, and nobody likes waiting around to receive new copies. Enter emailable receipts. This is a patient favourite!

You can print, re-print, or email a receipt any time after a patient has been billed.

For recent transactions, the quickest way to print or email receipts is to click on the appointment in the schedule to show the Appointment pane.

Click on the down arrow button affixed to the right side of the “Pay” button. From the drop-down menu, select to print or email the receipt.

Want to add a list of upcoming appointments to the bottom of a patient’s receipt? Don’t worry, we’ve thought of that too. Check out our guide document for how to add upcoming appointments to receipts.

If you’re looking to print or email a receipt from an appointment weeks ago, you can access these within the Patient Profile under the Billing tab. Keep in mind that access to this area does depend on your Permission level.

Done & Done! Let’s see what’s next in Lesson 6.

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